Planetwin365 Casino IT - Player's account has been blocked.

The story I'm about to tell is improbable, I hope it will set an example for other unfortunate players like me, I registered with planetwin a lifetime ago at the beginning of 2022 or even earlier and I played and took advantage of the sport welcome bonus of the times, then one day I was with a friend and we wanted to play poker for a few euros and we challenged each other on planetwin, from here a disaster account suspended for months and inaccessible from the seventh month of waiting I start contacting them nothing then they send me an email after almost a year of waiting and they ask me for an endless list of documents some I can't provide others won't accept them and as justification they say "for security reasons" but the documents are fine and there are so many and I can send them to you too so you can demonstrate I don't tell lies

please help you casino gurus

THANKS IN ADVANCE

Dear camilla89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that €685 (dispute value) is being held in your casino account? Have you accumulated these winnings with or without an active bonus?

Could you please advise which documents you've provided so far? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

685 euros of real balance is held by the casino in my account, I have sent emails from 10/15 attachments with several selfies and I have always provided everything that was requested of me if you give me an email I will send you the documents so you can see for yourself

Thank you very much for your reply, camilla89. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent you all the documents to the email you provided me, they managed to answer me that the photo of the health card is not of high quality, instead it can be seen very well, evaluate it, look with your own eyes and you will immediately understand what game they are playing with me

Thank you very much, camilla89, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello camilla89,

I have reviewed your case and already made contact with the casino to see if I can help.

We would like to invite Planetwin365 Casino IT to join the conversation and participate in the resolution of this complaint.

Dear Planetwin365 Casino IT,

Can you please provide further information regarding the player's verification?

Kind regards,

Adam

Hello camilla89,

I have made contact with the casino via Skype and they have informed me that they are not able to provide us with exact details but that there are still further documents required. They have also passed on a contact number so that you can speak to them directly and they can explain what is required (+390694800931).

Is it only the health card that seems to be the issue? Has the casino provided you with an alternative?

Kind regards,

Adam

I sent them the photo of the absurd quality health card and they didn't accept it, then the online certificate downloadable from the National Registry site with SPID which I don't have, so I inquired and according to them I should go to the Italian post office and pay the revenue stamp from my pocket and spend a whole morning to then send him the document and receive as an answer that it doesn't suit him for some other excuse, furthermore he doesn't even like the iban document I sent him. I don't understand what I should be doing with the number you gave me and why does the casino refuse to provide information about this case?

Hello camilla89,

Regarding the phone number provided by the casino, it is there for you to be able to contact them directly in order to resolve the issue.

It is quite common for casinos to have policies in place that prevent them from sharing a player's personal details, and unfortunately, this makes it hard for us to assist you.

I will try to contact them once more to see if there is anything further I can do, in the meantime please let us know if there are any developments with your verification.

Kind regards,

Adam

as already said they want the certificate of residence obtainable only with the spid which I don't have and which costs, by contacting them they would repeat this thing if you can't / want to help me anymore tell me that as a last resort I will have to proceed with certified email and lawyer

moreover they don't accept the other documents I sent you and they don't tell me the reason, if they don't cooperate what's the point of contacting them?

Hello camilla89,

I have spoken to the casino again and tried to clarify the issue. I have not been able to obtain much information from them, but regarding the documents requested it appears the only one that may need to be paid for would be the SPID as you have mentioned. This has been requested as proof of residence, but you could submit any kind of bill with your name on it as an alternative to this. Are you unable to supply such a bill?

Please be aware that it is very normal for casinos to request such documents as part of the verification process.

Kind regards,

Adam

I have no other bills in my name I don't pay for gas or electricity at home I'm 20 and I don't know how to tell them anymore, I gave them my bank document which says where I live but they don't accept it I really don't know what to do they are blackmailing me practically

Hello camilla89,

I would like to ask if you are able to obtain a bank statement with your address on it. Perhaps this could be accepted by the casino as proof of address?

If there are no alternatives, it may be that you have to get the SPID document in order to complete the verification. I appreciate that you do not want to do this, but it may be worthwhile if it enables you to withdraw your balance.

Kind regards,

Adam

as already said I have already provided the casino with my bank document with my address I don't know how others to say it and I don't understand why it doesn't go well I haven't received replies. to be a spid I have to go half an hour by car from my house and pay for the stamp duty and spend a morning to get my money which sounds a lot like blackmail to me

Hello camilla89,

I can appreciate your frustration at the situation, but casinos take the KYC process very seriously in order to be certain that they are paying the correct person. I am afraid if you have no other way to prove your place of residence it may be the only option in this case.

Can you please advise if there has been any further progress?

Kind regards,

Adam

Dear camilla89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear camilla89,

As we have had no further response from you, this complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam

Dear camilla89,

The complaint has been reopened at your request. I sincerely apologize for the delay, it appears there may have been some problem with our e-mail system.

I have also e-mailed you directly, can you please confirm if you received this?

As I understand the situation, you have acquired the SPID document necessary to prove your address, is that correct? Has the document been accepted by the casino? Please provide an update on the situation.

Kind regards,

Adam

hello no problem I apologize for the tones that I used indeed, I am happy that we both apologized having said that I would like to proceed with withdrawing my funds from planetwin, in this past month I went to ask for this certificate which cost me energy and money, guess what happened? I provided the certificate to the casino which also has a scannable qcode and they approved it because they couldn't do otherwise but they questioned the previous documents already accepted

crazy things

I therefore ask you to please resume the mediation and force these scoundrels to pay me

thanks in advance camilla c****

Hello camilla89,

Thank you for the update, and for your understanding. I will contact the casino directly and try to find out more about the situation with your verification.

Kind regards,

Adam

Hello everyone,

The verification department needs the fiscal code document (front and back) in order to proceed and complete the verification process.

As soon the client sends us the foto front and back (in right resolution) of the fiscal code document, the verification department will continue with checks and we will let her know.

Good evening, I have already provided 3 different photos of my tax code to the casino which, however, are not legible even if they are of very high quality, so I ask for a contact number from the casino guru to whom I can send the documents previously provided to the casino

Hello camilla89,

I have spoken to the casino again, and they have clarified that they would indeed need you to provide new pictures of your card (both front and back) in a better resolution.

While I can see that this might be frustrating, it is still a reasonable request and I recommend that you retake the photos and send the new ones to the casino. Hopefully, then the verification can be concluded.

Kind regards,

Adam

also send to the casino via email

Good morning, the casino this morning replied to me making other requests, (I remember that a month ago I went to the municipality to get my residence certificate done by paying out of my own pocket and that in the last two weeks I sent 6 photos of my health card), having said that I have lost all hope with this bookmaker and I have been waiting for months for you to help me resolve the situation which has now reached a point of no return, can you at least kindly explain to me how I can report the casino to the adm?

Hello Camilla89,

I appreciate your frustration at how long this situation is taking, and that the casino has made further requests.

In order to contact the ADM, you can send them an e-mail directly to dir.giochi.giocoadistanza@adm.gov.it.

Please let me know if you do so, and we can proceed accordingly.

Kind regards,

Adam

I would prefer to avoid but if it will be my last road I will have to proceed I will also report this whole story and the fact that I was forced to go to the municipality to make the certificate of residence, consequently casino guru try to contact the casino and tell me how we want to proceed with this complaint and whether or not you can help me, but I want to remove a pebble from my shoe, like a mess that managed to blackmail me (because here we no longer talk about customer protection but about blackmail from the moment they sent me to common and I gave them a document with a scannable qcode) to have 10 stars security here on casino guru when I see that it is full of open complaints there is not a positive review and if I read on trust pilot they have an average of 1.6 stars with hundreds of reviews?

In any case at the end of this story however it ends I will put two reviews on trust pilot

Dear Camilla89,

The casino has responded further and still has doubts regarding the legitimacy of the documents you have submitted. This is why they have asked for further checks to be carried out.

I am doing my best to find out exactly what is causing all this, but I will need you to provide further information to me so that I have all of the facts when speaking to the casino:

• I appreciate that you submitted a SPID document to the casino, are you able to also provide me with a copy of this?
• You have previously provided photos holding your ID card, can you also provide me with an image of yourself ('selfie') holding your fiscal code card?

The above can be sent directly to my e-mail, adam.m@casino.guru.

Please understand, while it may be tedious to keep sending more proofs, it is the only way for us to check the information and therefore necessary in order for me to be able to help any further.

I thank you for your continued patience.

Kind regards,

Adam

my certificate of residence which is irrefutable proof since it has the scannable qcode at the top, this is clear proof that the casino is abusing its situation, now I will probably be forced to proceed with the complaint but please remove the 10 stars to these scoundrels because with all that I have sent them, this above all is irrefutable I repeat, if they want to accuse me of something they can say so and don't hide behind their "security reasons"

I had to go to the municipality and pay for this document out of my own pocket, scan the qcode at the top right and you will see the Italian registry office site which confirms the validity of the document

there are two options, either they are scoundrels or I hacked the site of the Italian registry office, the conclusions are yours

good evening camilla cossu

hello I saw now that I received this message: This is an automatically generated Delivery Status Notification.

Delivery to the following recipients failed permanently:

I have forwarded the sent email to your new email that you provided to me

the document contained is my personal certificate of residence you can scan the qcode at the top right and it will take you to the Italian registry website (the one that is not good for planetwin we don't know why) and it will give you my personal data

Hello camilla89,

Thank you for re-sending the e-mail, I have received the document and reviewed it via the code at the top.

I have also spoken to the casino and unfortunately, there are still some doubts regarding the information provided. The legal department of the casino is not able to provide us with specific information regarding what exactly is in question, so there are only two options available:

• Do the deposit as requested by the casino and hopefully complete the verification process
• Escalate your complaint to the regulator (ADM), they have authority over the casino and will be able to determine exactly what is at fault.

I appreciate neither of these options will be satisfactory to you, but I am afraid there is nothing else we can achieve from our side.

Please let me know how you would like to proceed.

Kind regards,

Adam

the problem is that the moment I make the transfer from my gaming account then they will invent another one and another one and another one, if they really wanted to make sure that I was 100% the owner of my account they were satisfied with the selfies of documents or if they really still had doubts about the certificate of residence which I remember has a state qcode from the ITALIAN REGISTRY OFFICE! as a result I'm tired of submitting to their pathetic little game for months so I will proceed with a legal complaint, but you must do your part to protect the players and you must remove a good score from this casino because you can only admit that all this is pathetic and outrageous, take stars off it and at least this whole complaint will make sense and if it can't protect me it will protect someone else

i will copy the whole story and post it on trust pilot and other forums so people know where they are going to put their money

having said that I choose point two, could you just explain to me how to do it?

hello thanks for the reply, what exactly do I write to him? do I have to attach all the documents provided to the casino too? what will the timing be?

Hello camilla89,

You will need to explain the situation in as much detail as possible, and include any information you believe to be relevant. It is much better to include as much as you can in your initial email to them, as this will save them from asking for it later.

Regarding the timing, I am afraid I cannot comment as every authority is different and has different procedures.

However, the authority is in a better position to obtain specific information from the casino, so hopefully they will be able to get to the bottom of the situation.

Kind regards,

Adam

Dear camilla89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear camilla89,

As there has been no further response from you regarding contacting the licensing authority, we have no choice but to reject this complaint as mentioned.

It can be reopened at any time.

Kind regards,

Adam